The 'Service Excellence' series of courses are designed to benefit staff in the hospitality industry specifically. The purpose of the courses is to build service confidence within staff; to improve people handling skills with regards to providing professional service; to build an understanding of guest/customer needs; to understand the product; and to deal effectively with different situations.
The material is designed to be adapted to suit the different educational backgrounds and cultures of the staff working for the company. All the exercises and role-plays are designed to be practical, realistic and relevant to the actual work environment. Delegates will be able to use the knowledge and to implement the skills acquired immediately after the course.
The response from managers as well as delegates who have attended these courses is extremely positive. In order for the courses to be truly beneficial, it is suggested that a 'Service Leadership' course be conducted for the managers. This is to ensure that the knowledge and skills acquired by their staff continue to be implemented.
The course instructors for the 'Service Excellence' courses, are not only experienced in the training field, but also have managerial experience in the hospitality industry. They are, therefore, able to relate well to the delegates and are able to answer almost any questions which may arise.
The 'Selling Skills' course is designed to develop the suggestive selling skills of Front Office and Food & Beverage staff. The material is adapted to suit the group being trained as well as the department for which they work.
For the courses to be effective, the recommended maximum number of delegates is twelve.